Measuring Service Quality in the Netherlands

Project Announcement

May 2019 | Willem Pieterson

Pieterson Strategic is executing a new research project for the Ministry of Internal Affairs in the Netherlands, the focus of the project is a measurement of the quality of governmental service delivery among citizens and businesses.

Project Summary
Pieterson Strategic has been asked to support the Dutch Government with the measurement of service quality as perceived by businesses and citizens in the Netherlands. In the project we will develop a framework incorporating the most relevant variables predicting service quality, based on existing literature and a series of focus groups with citizens and entrepreneurs. The framework will be tested in the summer/fall of 2019 among a representative sample of Dutch people (around 2500).

Results are expected to be made public in the fall of 2019.